Customer Service Representative at ASC Engineered Solutions in Romeoville, Illinois

Job Description:

ASC Engineered Solutions


Romeoville, Illinois

AREA OF INTEREST: Customer Service
POSITION TYPE: Full-time


Job Title: Customer Service Representative


About the Company

Following the 2019 merger of Anvil International and Smith-Cooper International, our unified company relaunched in March 2021 as ASC Engineered Solutions. Under a single name and logo, ASC Engineered Solutions continues our focus on improving the customer experience every day and striving to deliver service excellence. For more than 150 years we have provided the finest-quality pipe products and services with integrity and dedication to superior customer service at all levels. ASC Engineered Solutions provides expertise and product solutions for a wide range of applications, from plumbing and mechanical, HVAC, industrial and fire protection to mining, and oil and gas. Our comprehensive line of products includes: pipe couplings, plain-end fittings, valves, cast and malleable iron fittings, forged steel fittings, steel pipe nipples and couplings, pipe hangers and hardware, channel and strut fittings, mining and oil field fittings, and much more.

The Customer Service Representative (CSR) in coordination with our outside sales team is the primary point of contact for our customers, addressing inquiries, resolving issues, and providing outstanding support. The CSR plays a crucial role in ensuring customer satisfaction and maintaining ASC's reputation for excellence.

KEY RESPONSIBILTIES:

1. Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution.

2. Assist customers with product and service-related questions, technical issues, and account management.

3. Resolve customer complaints and concerns with patience, empathy, and efficiency. Process RMA's, credits, and debits in the company portal/CRM.

4. Collaborate cross-functionally to address customer needs and escalate complex issues when necessary.

5. Process RFQ's from customers and outside sales with great accuracy, efficiency, and timeliness in the company's ERP platform

6. Identify opportunities for process improvements to enhance the overall customer experience.

7. Stay up to date on product/service offerings policies, and procedures.

8. Accurately document customer interactions and transactions in ASC's CRM system.

9. Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions.

10. Monitor KPI's in the PowerBi Dashboards to ensure best-in-class service.

11. Other duties as assigned.

QUALITFICATIONS:

• Bachelor's degree or equivalent work experience in a B2B Customer Service role.

• Excellent communication skills (verbal and written) with ability to handle conflict resolution.

• Strong problem-solving abilities with a customer-focused mindset.

• Ability to remain calm and composed under pressure.

• Proficiency working in a ERP. CRM experience is a plus.

• Flexibility to work in a fast-paced environment and adapt to changing priorities.

ASC Engineered Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.

Summary of Company Benefits Here

Location(s): Romeoville, IL - DC-320



Equal Employment Opportunity/M/F/disability/protected veteran status

PI259320280

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